In my position as a Shift Manager at Delhi International Airport Ltd, I successfully led a team in resolving passenger inquiries through social media, E-Mail, and contact center. Additionally, I played a key role in managing the brand image and implementing strategies to improve passenger satisfaction. • Streamlined communication channels to enhance passenger experience• Implemented innovative solutions to address passenger concerns efficiently• Contributed to maintaining a… Show more In my position as a Shift Manager at Delhi International Airport Ltd, I successfully led a team in resolving passenger inquiries through social media, E-Mail, and contact center. Additionally, I played a key role in managing the brand image and implementing strategies to improve passenger satisfaction. • Streamlined communication channels to enhance passenger experience• Implemented innovative solutions to address passenger concerns efficiently• Contributed to maintaining a positive brand image for the airport Show less

Lead team of 25+ travel consultants, fostering a positive and collaborative workenvironment.Oversaw day-to-day operations, ensuring efficient workflow and adherence tocompany standards.Implemented Lean Six Sigma principles, resulting in a 15% improvement in processefficiency and cost reduction.Conducted performance evaluations, provided feedback, and mentored teammembers to improve productivity and professional growth.Collaborated with… Show more Lead team of 25+ travel consultants, fostering a positive and collaborative workenvironment.Oversaw day-to-day operations, ensuring efficient workflow and adherence tocompany standards.Implemented Lean Six Sigma principles, resulting in a 15% improvement in processefficiency and cost reduction.Conducted performance evaluations, provided feedback, and mentored teammembers to improve productivity and professional growth.Collaborated with cross-functional teams to streamline processes and resolveoperational challenges.Utilized data analysis to identify areas for improvement and implemented correctiveactions, resulting in a 10% reduction in errors. Show less

Professional handled difficult customer complaints and objections to maintain customer service standardsPerformance reviews and tailored employee feedback to facilitate professionaldevelopmentCSat/NPS for Customer Service Team Shrinkage attrition AHT, Quality to drive productivity and efficiency ResolvedEmployee relations issues and navigated disciplinary

Successfully led a team of 25+ members for sales campaigns, achieving and exceedingtargets.Conducted client meetings and provided training to team members, ensuringalignment with campaign objectives and client requirements.Creating customer profile and testing Uploading and notifying into JIRA.Created comprehensive customer profiles to enhance targeting and maximizecampaign effectiveness.Implemented quality control measures to maintain high standards… Show more Successfully led a team of 25+ members for sales campaigns, achieving and exceedingtargets.Conducted client meetings and provided training to team members, ensuringalignment with campaign objectives and client requirements.Creating customer profile and testing Uploading and notifying into JIRA.Created comprehensive customer profiles to enhance targeting and maximizecampaign effectiveness.Implemented quality control measures to maintain high standards and customersatisfaction.Periodically reviewed team performance, identified areas for improvement, andimplemented strategies to enhance productivity and output.Set targets and goals for the team, monitoring progress and providing guidance andsupport.Generated reports and utilized analytics to measure performance, identify trends, andoptimize strategies for enhanced results. Show less

Managing a team of 20+ advisors with one Subject Matter Expert (SME) can be achallenging task. To effectively handle key performance indicators (KPIs) such as SLA(Service Level Agreement), AHT (Average Handling Time), Quality, Shrinkage,Attrition, and CSAT (Customer Satisfaction)Create an environment where team members feel comfortable expressing their ideas,concerns, and suggestions. Encourage open dialogue during team meetings, one-onone sessions, or through… Show more Managing a team of 20+ advisors with one Subject Matter Expert (SME) can be achallenging task. To effectively handle key performance indicators (KPIs) such as SLA(Service Level Agreement), AHT (Average Handling Time), Quality, Shrinkage,Attrition, and CSAT (Customer Satisfaction)Create an environment where team members feel comfortable expressing their ideas,concerns, and suggestions. Encourage open dialogue during team meetings, one-onone sessions, or through communication channels like email or chat platforms.Motivate and inspire: Recognize and reward exceptional performance to motivateyour team. Offer incentives, promotions, or public recognition to boost morale.Provide opportunities for personal and professional growth, such as training programsor challenging projects.Actively seek and promote ideas for process excellence from your team members.Create platforms or forums where they can share their suggestions or improvements.Implement a system to evaluate and prioritize these ideas and recognize those thatlead to positive outcomes.Prepare and showcase data to clients: Keep track of relevant data and metrics toshowcase the team's performance to clients. Prepare regular reports, presentations, orconduct weekly business review (WBR) or monthly operations review (MOR) meetingswith clients to demonstrate progress, achievements, and areas of improvement. Show less

Performed quality reviews of team membersConducted refresher training sessions for the teamManaged the day-to-day process activitiesEnsured meeting the deadlines on all deliverablesIncreased the business scope by identifying and absorbing the additional activitiesManaged conference calls with coordinating offices and internal teams

ATPCO (Airline Tariff Publishing Company): Lufthansa is working on using ATPCO forfiling fares. ATPCO is a global organization that provides fare distribution andmanagement solutions for the airline industry. It is commonly used by airlines topublish and distribute fare-related information.Uploading public and private fares on Sabre or Amadeus: Lufthansa is uploading bothpublic and private fares onto Computer Reservation Systems (CRS) such as Sabre orAmadeus. These… Show more ATPCO (Airline Tariff Publishing Company): Lufthansa is working on using ATPCO forfiling fares. ATPCO is a global organization that provides fare distribution andmanagement solutions for the airline industry. It is commonly used by airlines topublish and distribute fare-related information.Uploading public and private fares on Sabre or Amadeus: Lufthansa is uploading bothpublic and private fares onto Computer Reservation Systems (CRS) such as Sabre orAmadeus. These CRS are widely used by travel agents and online travel agencies toaccess flight inventory and make bookings.Updating fare rule categories: Fare rules specify the conditions and restrictionsassociated with each fare. Lufthansa is involved in updating and categorizing farerules to ensure consistency and accuracy in the information provided to customers.After the fares are uploaded, a quality check process is conducted to verify theaccuracy and completeness of the fare information. This ensures that any errors orinconsistencies are identified and corrected before the fares become available forbooking Show less

Handling Post Sales queries for Air India Campaigns